Remote FinTech Customer Success Manager – Growth & Retention

Wasatch Property Management, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Structured learning and career dev.

Mental health program

Generous PTO policy

Paid medical leave

Education reimbursement

401k match

Job summary

MarketStar is seeking a Customer Success Manager to manage a high-value mid-market portfolio from a remote US location. You will guide customers through the post-sales journey, drive adoption, coordinate with stakeholders, and identify expansion opportunities to maximize Lifetime Value.

You will collaborate with Sales and Product teams, monitor health metrics, and execute proactive programs to minimize churn.

Qualifications

• Experience with payment processing, money movement, or other financial/payment products.
• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including at least 2 years managing a dedicated book of business in the mid-market space.
• Strong understanding of the post-sales customer journey.
• Ability to orchestrate complex buyer experiences and drive long-term value.
• Strong negotiation skills; comfortable navigating financial conversations and cancellations.
• Excellent communication, interpersonal, and presentation skills.
• A proactive and problem-solving mindset with a focus on customer outcomes.
• Ability to analyze data and identify trends to inform customer strategies.
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.

Responsibilities

• Manage customer relationships via a dedicated book of business, owning the overall success of your customers, and ensuring long-term satisfaction and affinity.
• Build and foster relationships with key decision-makers and stakeholders across multiple customer teams working to understand observed issues and offer solutions.
• Drive account-wide adoption of products and services through proactive engagements, training, and support, helping customers drive maximum value.
• Implement carefully timed, personalized playbooks triggered by customer activities.
• Address low payments adoption through targeted outreach and enablement, investigating and identifying potential reasons for low adoption and usage.
• Combat churn through carefully planned, positive experiences across the post-sales buyer journey.
• Monitor customer health and create risk mitigation plans where needed.
• Schedule business reviews to realign on goals, problems, and needs; define next steps to drive user adoption and resolve risk issues.
• Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management.
• Provide timely, reactive support for questions and concerns, and deliver high-value information, product updates, and event invitations.

Skills

Payment processing

Customer success

Account management

SaaS / subscription model

Post-sales journey

Negotiation

Communication

Data analysis

CRM platforms

Tools

Salesforce

Gainsight

CRM tools

Job description

MarketStar is seeking a Customer Success Manager to manage a high-value mid-market portfolio from a remote US location. You will guide customers through the post-sales journey, drive adoption, coordinate with stakeholders, and identify expansion opportunities to maximize Lifetime Value.

You will collaborate with Sales and Product teams, monitor health metrics, and execute proactive programs to minimize churn.